PromptTech Solutions

We are looking for a customer-focused professional to handle software enquiries, coordinate implementation activities, and ensure timely resolution of customer issues. The role requires strong communication, troubleshooting, and coordination skills. Key Responsibilities
<ul>
<li>Serve as the primary point of contact for software support and implementation enquiries.</li>
<li>Record, prioritise, and track support tickets, ensuring resolution within agreed timelines.</li>
<li>Troubleshoot application issues and escalate technical concerns to the relevant team.</li>
<li>Coordinate software installation, configuration, data migration, training, and go-live activities with customers and implementation teams.</li>
<li>Understand customer requirements and document issues, feedback, and change requests accurately.</li>
<li>Provide product demonstrations, user training, and guidance on software features.</li>
<li>Keep customers informed about ticket progress, implementation milestones, and expected completion dates.</li>
<li>Manage complaints professionally and follow up to confirm customer satisfaction.</li>
<li>Track support subscriptions and coordinate renewals or chargeable support requests.</li>
<li>Maintain customer records, support documentation, and regular performance reports.</li>
</ul>
Required Qualifications and Skills
<ul>
<li>Bachelor’s degree in IT, Computer Science, Business Administration, or a related field.</li>
<li>Minimum 3 years of relevant experience in IT software customer support or implementation support.</li>
<li>Working knowledge of ERP, POS, accounting, or other business applications.</li>
<li>Experience using CRM systems and support ticketing tools.</li>
<li>Basic understanding of software configuration, cloud applications, and connectivity troubleshooting.</li>
<li>Strong verbal and written communication skills in English.</li>
<li>Ability to manage multiple customer requests, prioritise tasks, and coordinate across teams.</li>
<li>Strong problem-solving skills, patience, and ownership of customer issues.</li>
</ul>
Key Performance Indicators
<ul>
<li>First-response and ticket-resolution times.</li>
<li>Customer satisfaction and complaint resolution.</li>
<li>Timely completion of assigned implementation activities.</li>
<li>Quality of ticket documentation and customer communication.</li>
<li>Timely follow-up on support renewals and pending requests.</li>
</ul>
Benefits:
<ul>
<li>Health insurance</li>
<li>Life insurance</li>
</ul>
Work Location: In person

Customer Care Executive – IT Software & Implementation Support

Customer Care Executive – IT Software & Implementation Support

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